Date Received: 2023-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Thursday evening XX/XX/XXXX our homeowners insurance company XXXX debited our personal account of {$1500.00}. We contacted XXXX immediately assuming this was an error but were told that this payment was for our homeowners insurance policy because they never received payment. We reminded that Mr. Cooper is our loan provider and pays that from the escrow they collect from us. According to XXXX they contacted Mr. Cooper several times but never received payment and that Mr.Cooper had in fact told them that they refused to pay because they believed it was not due. We were unable to get anybody at Mr. Cooper on the phone that night so created a ticket in their online system explaining the issue Ticket # XXXX. We again contacted Mr. Cooper the following day Friday morning XX/XX/XXXX and had a representative from XXXX on the line also and together addressed the concern. Mr. Cooper claimed they assumed when they purchased our mortgage that our previous loan provider had already paid the homeowners insurance and that the next due date would be in XX/XX/XXXX. Mr. Cooper purchased our mortgage about 1 month after we brought the home and so the previous provider never made any payments from escrow. We explained that we were blindsided that neither XXXX nor Mr. Cooper had notified us of this payment dispute. We begged Mr. Cooper to address this immediately as our bank account was now drained due to this payment and we are incurring overdraft charges. XXXX reported that the full payment of {$3900.00} was several months overdue and XXXX debited our bank account of {$1500.00} as a partial payment. Mr. Cooper said they would overnight a check with the full payment of {$3900.00} and XXXX agreed to return the partial payment to our bank. On the following afternoon XX/XX/XXXX we contacted XXXX and learned that they never received the overnight payment from Mr. Cooper but it was a holiday weekend ( XXXX XXXX XXXX XXXX ) so check again Tuesday. We then contacted XXXX on Tuesday morning XX/XX/XXXX and they said they still havent received any payment. We again had them join in a call with Mr. Cooper who now claim that they have a check but it had not been mailed and that it should be sent within 3 business days as that is their standard overnight timeline. We were horrified and asked in what world is an overnight payment a 3 day process especially since they claimed to already see that a check has been processed and ready to be mailed but cant say when it is going to be. We reminded of the financial distress we were in due to their negligence and requested a supervisor. The Mr. Cooper associate put us on hold and returned to the call claiming to have submitted a request for a supervisor and explained to the supervisor our situation and they told him to relay to us that they will get back to us in 24-48 hours. We spent another XXXX minutes again requesting a supervisor explaining that this was urgent and that waiting another XXXX days for them to address this would be unacceptable. The associate declined to transfer it saying we just need to wait for them to call us. We have no other recourse other than to make a complaint as Mr. Cooper is negligent in making payments from our escrow. Payments is months overdue and Mr. Cooper is unwilling to address the issue in a timely matter.
Company Response:
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX we had an appraisal done to remove PMI. The mortgage payment was {$3600.00}, I received a escrow analysis notice stating escrow shortage of {$850.00} in XXXX, I paid that in full the end of XXXX by the due date. The PMI removal was approved XX/XX/XXXX but the account was also transferred to XXXX during the appraisal review. XX/XX/XXXX another escrow analysis was performed and showed a shortage. I disputed this second analysis and was advised another would be performed in XXXX. I dont understand why XXXX escrow analysis are being scheduled. I have only been in the house since XX/XX/XXXX. Real problem, the pmi was removed, the second analysis was removed but my payment amount is incorrect. Customer service says they never sent me a letter saying my payment was {$3500.00}, but I printed it and it is no longer in my online portal. I am turning off my autopay scheduled for XX/XX/XXXX {$3600.00} because that amount is incorrect. If I dont need an analysis to reflect any changes, then based off the XXXX analysis, shortage being paid and pmi removed, my payment should be roughly {$3500.00} or {$3600.00} if we add the shortage for the change in HOI premium ( {$1600.00} increased to {$1800.00} ). I made this argument/complaint around XX/XX/XXXX and was told an request was submitted. But the request only removed the analysis ran XX/XX/XXXX but the " system '' hasnt updated my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to sell a vacant lot that I paid cash for in XXXX. It sits next to the property I have a mortgage on. During a XXXX refi with XXXX, it was swept into the mortgage. I initialed the docs, but was unaware of the encumbrance. The loan went from XXXX to Nationstar to Mr Cooper ( sister companies ). I became aware that the lot was encumbered on XX/XX/XXXX when I was under contract to sell the parcel. The title company alerted me 12 days before closing that XXXX XXXX XXXX XXXX was in first position. I called XXXX and they stated that it was listed as an easement ( both are XXXX acres? ) and it could be fixed. They called several days later and said that Mr. Cooper would have to issue a Partial Release of Interest. Mr. Cooper is unwilling to provide the release because " it is part of the loan '' and because in have missed several payments. The lot should not be in the loan and I would have protested it immediately back in XXXX but Mr. Cooper entered the parcel into their data base just 12 days ago. For the last 37 months there has been no mention of XXXX on any statements or correspondence. It was not to be found on their website. During escrow analysis, only the parcel with my home on it was listed. The tax bills continued to be sent to me and I continued to pay them as I always have. Had I known that those companies would lay claim to the lot, I would've voided the refi or had it amended. Because the tax process stayed the same and there was no indication on website or statements, I had no reason to suspect wrongdoing. Mr. Cooper HAD NO IDEA THAT XXXX EXISTED for the first 37 months of the loan. They did not " service it '', as they contend. They became aware when I called to say that I paid cash and needed the release to sell it. Despite dozens of calls, it took 24 days for a manger to return my call. She recommended that I check with local hospitals for payment assistance. Also, I informed Mr. Cooper prior to missing the payments that I was unemployed, would miss the coming months but be completely caught up come the XX/XX/XXXX closing date with the sale of the lot. They made note and never once was I warned or informed about the late payments... but again, their employees wouldn't have known to warn me, because Mr. Cooper didn't have it in their system. They have taken only one action on XXXX... They have prevented me from selling a parcel I own outright. In doing so, they are throwing both parcels into foreclosure. Had I received the release in a timely fashion, the loan would've been msde current a month ago. The LTV WITHOUT the vacant lot is 36 %. The do not benefit from withholding or granting the release. I even offered to pay the {$15000.00} to get current but only if I received written assurance that I would receive the release within 5-10 business days. They refused the simple request. Had they been transparent at any point during the last 37 months, this could have been corrected prior to my listing it for sale.I had no idea Mr. Cooper could prevent this sale, and neither did they. But now they tell me " protocol '' prevents them from doing so. Had their " protocol '' not missed 37 months of tax payments and had they listed the parcel correctly, none of this would've gone foul.
Company Response:
State: AZ
Zip: 85331
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We need help. Husband and I have sent now 4 messages by email and through the portal on the Mr. Cooper website. Our loan was originally serviced by XXXX never had any issues, but it was sold by XXXX to Mr. Cooper and we have had nothing but problems. They continually are impossible to get a hold of and do not respond to any of our messages asking for specific details about our escrow account. We need you help to have them answer our specific questions as the math they are provided does not add up. Further we have been charged late fees by XXXX XXXX XXXX tax due to their incompetence amounting to over {$250.00} and now they are saying we need to pay an additional almost {$410.00} because of their miscalculations to our escrow account. We can not afford this. It is absolutely awful what they are doing. And the math does not add up. We have asked many time for them to contact us by email but we are continually ignored. We are very concerned as this lender as many lawsuits related to mishandling of mortgages and particularly escrow accounts in the past. Our tax amounts have not changed. On XX/XX/XXXX we have a {$94.00} surplus per letter they sent. Now just a few months later ( again no changes have been made by county tax office ), they are saying we have a deficit of {$5000.00} on XX/XX/XXXX. The numbers make no sense. We have asked repeatedly by phone, email and the customer service portal to speak with someone in leadership to have our account properly reviewed and our questions answered directly by phone or email. But for months we have been ignored. I am attaching a copy of these escrow statements as well as a copy of the original email I sent that still hasn't been responded to since XX/XX/XXXX to customer service and a XXXX. Look forward to hear back very soon. Sincerely XXXX XXXX XXXX
Company Response:
State: CA
Zip: 94044
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please see the attached complaint. Nationstar refuses to remove unearned fee charges, inaccurate payment allocation toward late fees, and refuses to fully credit the loan 's partially allocated interest payment. Leaving me with false charges of completed foreclosure by unperformed services, false charges for overlapping force-placed insurance after wiring XXXX a full year of active homeowners insurance 4 months earlier in full violation of 1024.37g and XXXX2 USC 2607- Nationstar 's current counsel has presented a false narrative and background for 7 years and 7 mos. trying to shield Mr. Cooper from liability, and has never discussed these matters or explained why they knew of mandatory charge removal over 8 years and have not done so. I asked for proof of services on XX/XX/XXXX and XX/XX/XXXX from Mr. Cooper and they ignored the request. I asked again for proof of services from the law firm representing Mr. Cooper in XXXX on XX/XX/XXXX by faxed request and the counsel there refused to produce even a single document claiming there were no documents because the home sold and was not foreclosed, knowing she was being recorded on this phone call. There is a XX/XX/XXXX hearing date to determine whether I can seek damages for leaving inaccurate damaging information in my mortgage file without performing the mandated removal of false charges.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: my current mortgage servicer Nation Star DBA Mr Cooper, reported misinformation on my credit report. they reported on my credit report that i was XXXX days late on my mortgage payments, while they fail to accurately specify which month i was late. Ive spoken with them on the phone adnauseam, even tried to fix the issue with their dispute department to no avail. Nation Star have ruined my credit score, making impossible to me to acquire a mortgage at this time or get credit. any resolution in this matter would be greatly appreciated.
Company Response:
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On approx XX/XX/2023, my husband and I were notified by our mortgage provider, XXXX XXXX, that our loan had been sold to Mr Cooper. The letter informed us that XXXX XXXX would no longer accept payments from us and we should no longer send them any funds. On XX/XX/2023, we received an email from Mr Cooper informing us that our first payment is due XX/XX/2023 and while it did include a loan # and the amount due, it did not include an address to send payments. On XX/XX/2023, I attempted to contact Mr Cooper via phone. Their phone prompts did not recognize either social security # associated with the account, either phone # associated with the account, or the loan #. I then called Mr Cooper and was told by an associate that they have no record of our loan. After learning that, I contacted XXXX XXXX who told me that they no longer own our loan, they sold it to Mr Cooper, and they can not help me. We are now in a position where we know a payment is due in 7 days, but one bank is saying they don't own the loan and the company they claimed they sold it to claims they have no record of it. I am filing this complaint to protect myself from what I can only assume is an attempt to steal my home, assess late fees/penalties, and other damage my credit score.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are asking your agencys help in discerning why there is a {$40000.00} discrepancy between our HUD-1 ( from the calendar year XXXX sale of our family home at XXXX XXXX XXXX XXXX Washington XXXX DC XXXX XXXX and the Form XXXX for calendar year XXXX as reported to the IRS. We have attached Form 1098s covering calendar years XXXX - XXXX We have made several attempts for MR Cooper to respond to our very legitimate concerns. And have yet to receive any response. The company lied to this agency in responding to our previous request for assistance. At the time of our previous request ( XX/XX/XXXX ), we did not have the Form 1098 covering calendar year XXXX which shows an outstanding mortgage balance of {$40000.00} lower than that which was reported on the HUD-1 , covering the sale of our family home.
Company Response:
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: after covid modification ended Mr. Copper my mortgage holder charged me interest of XXXX Thay said if i didn't pay Thay where going to foreclose on me i paid the money none of it went toward my principle
Company Response:
State: MO
Zip: 63376
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Nationstar Mortgage LLC, d/b/a Mr. Coooper has negatively impacted my personal finances in addition to negatively impacting my credit scores without justification. This has caused substantial harm over the past decade and also negatively affected irreparable psychological and emotional harm as a result of their gross mishandling of my account with them or even negligent attention to correct misapplied payments and at time charging double while carrying over late fees over multiple years without applying payments to the principal. To this day the continue to miss report on my personal credit report a derogatory statement of late payments even though they have accepted payment in full, this comes after having successfully complete XXXX XXXX Bankruptcy and the firm during that time having employees incessantly calling me for monthly payments after the program was completed.
Company Response:
State: NC
Zip: 28144
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A